Sabre - Fort Worth, TX

posted 2 months ago

Full-time - Entry Level
Fort Worth, TX
Administrative and Support Services

About the position

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions. Simply put, we connect people with moments that matter. As an IT Operations Analyst II, you will play a crucial role in supporting all of Sabre's cutting-edge platforms that handle over 85,000 transactions per second. The OCC Global team serves as the first line of support for all Sabre platforms worldwide. Your responsibilities will include ensuring operational stability of Sabre applications, monitoring system performance and capacity, leading incident management, and driving incidents to resolution. You will also be responsible for production readiness and operational documentation, advising and collaborating with our architecture and product development teams on technical hardware and software issues. In this role, you will manage outage and emergency situations with datacenter and application staff, ensure platform availability, and address operational issues as they arise in accordance with internal and customer SLAs. You will act as a knowledge resource on multiple projects and initiatives across the company for a variety of internal and external customers. Additionally, you will coordinate infrastructure maintenance and upgrades with application teams, maintain platform and applications documentation, and work on automating operational procedures and workflows. Your experience in scripting will be valuable as you develop instrumentation for monitoring and actioning alerts received in the OCC. You will also work with operational teams and systems owners to identify opportunities for automation, all while working in an 8x7 support environment.

Responsibilities

  • Responsible for operational stability of Sabre applications
  • Provide requirements/monitors System Performance and Capacity Monitoring
  • Lead Incident Management and is responsible for driving incidents to resolution
  • Responsible for Production Readiness/Production & for Operational Documentation
  • Advise and collaborate with architecture and product development team on technical hardware and software issues
  • Manage outage and emergency situations with datacenter and application staff
  • Ensure platform availability and address operational issues as they arise in accordance with internal and customer SLA's
  • Act as knowledge resource on multiple projects/initiatives across the company for a variety of internal/external customers
  • Coordinate infrastructure maintenance and upgrades with application teams
  • Maintain platform and applications documentation and document Runbooks
  • Work on automation of operational procedures and workflows with prior scripting experience
  • Develop instrumentation for aiding monitoring and to action alerts received in OCC
  • Work with operational team(s) and systems owners in identifying opportunities of automation
  • Work in shifts with 8x7 support environment

Requirements

  • 1-2 years related experience in Command Center or NOC environments
  • Understanding of IT Operations and Platform Support in DevOps
  • Knowledge of IT Service Management and ServiceNow
  • Strong background in working in a critical production support 8x7 environment
  • Strong background in technical support and L1 support
  • Excellent written and verbal communication skills

Nice-to-haves

  • Experience with navigating and troubleshooting in Windows, Unix, and RedHat Linux
  • Experience with supporting platforms in SAAS environments
  • Experience with Cloud hosting environments such as AWS and GCP
  • Experience in working with L2 technical teams and OEM vendors for support

Benefits

  • Very competitive compensation
  • Generous Paid Time Off (25 PTO days)
  • 4 days (one day/quarter) Volunteer Time Off (VTO)
  • 5 days off annually for Year-End Break
  • Comprehensive medical, dental and Wellness Program
  • 12 weeks paid parental leave
  • Flexible working arrangements
  • Formal and informal reward, recognition and acknowledgement programs
  • Engaging employee development events
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